Colin Shaw on Focusing on Emotional, Subconscious, and Psychological Aspects of the Experience

“In everything we talk about in customer experience, you can take the word customer out and put the employee in; the whole thing applies to employee experiences.”This week on the Be Customer Led with Bill Staikos, we’re joined by Colin Shaw, one of the earliest pioneers in Customer Experience. Furthermore, LinkedIn has recognized Colin as one of the "World's Top 150 Business Influencers". Also, he is the founder and CEO of Beyond Philosophy LLC. The Financial Times selected his company as one of the best management Customer Experience consultancies consecutively for the last four years. Besides that, Colin is the co-host of the popular podcast Intuitive Customer, ranked in the top five percent of all podcasts, according to Buzzsprout.[02:51] Colin's Background – Sharing his journey and the distinguishing characteristics of his career so far, Colin explains how his company differs from other CX consultancies in the industry.[08:03] Key Tenets – Colin presents some of the fundamental principles of CX to him. Comparing customer experience to employee experience, he elaborates on the application of customer experience in B2B.[10:27] Bring Together - Colin discusses his thoughts on how firms should integrate customer experience and employee experience in a meaningful way.[16:47] Intuitive Customer - In his book, "Intuitive Customer," he discusses focusing on the emotional, subconscious, and psychological aspects of the customer experience from a behavioral economics perspective, rather than merely comprehending the rational experience of customers. Mentioning this, he illustrates how to make this concept tangible for the CEOs or CFOs.[28:46] Customer Science - Colin defines the phrase customer science and its significance in broad terms. Additionally, he stresses the need for a proactive customer experience while embracing advanced technology applications in CX.[37:40] Inspiration – Colin describes the people who have impacted his life and the places where he finds inspiration and serenity.Resources:Connect with Colin:LinkedIn: linkedin.com/in/colinrjshaw/Mentioned in the episode:Podcast: The intuitive customer - Improve your customer experience to gain growth:beyondphilosophy.com/podcasts/Who Moved My Cheese?: goodreads.com/book/show/4894.Who_Moved_My_Cheese_?from_search=true&from_srp=true&qid=gepln5qMnW&rank=1The Intuitive Customer: 7 Imperatives For Moving Your Customer Experience to the Next Level:

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